Customer Activation & Adoption Specialist

Job Description

Join the Legal Tech Revolution at Litera

Are you ready to shape the future of how law is practiced? At Litera, we’re on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law.

Role Summary

The Customer Activation & Adoption Specialist is responsible for proactively driving product activation, deployment, and early-stage adoption across existing customer accounts that have purchased solutions but have not yet implemented or fully launched them.

This role sits within the Customer Support / Customer Experience organization and blends outbound engagement, consultative activation support, and early lifecycle adoption enablement. The Specialist will conduct direct call and email outreach to dormant or inactive purchasers, remove activation barriers, guide customers through deployment steps, and ensure successful adoption that drives retention, expansion, and long-term value realization.

This role plays a critical part in protecting ARR, accelerating time-to-value, and improving product stickiness across the customer base.

Key Responsibilities

Proactive Activation Outreach

· Conduct outbound calls and targeted email campaigns to customers who have purchased but not activated solutions

· Identify blockers to deployment (technical, operational, organizational, training)

· Drive urgency around activation milestones

· Document engagement and status updates in CRM

Solution Deployment Support

· Guide customers through initial setup and activation workflows

· Coordinate internally with Implementation, Technical Support, Training, and Product teams when escalation is required

· Ensure clean handoffs where deeper technical support or project work is needed

· Track and manage activation milestones to completion

Early Adoption & Value Realization

· Monitor product usage signals and identify adoption gaps

· Provide light consultative guidance on best practices

· Promote relevant training resources, webinars, and knowledge center content

· Drive first meaningful use cases to accelerate stickiness

Account Health & Risk Mitigation

· Identify churn risk signals related to non-activation or low usage

· Flag accounts requiring intervention

· Partner with Customer Success and Sales on recovery strategies

· Support renewal risk mitigation through early engagement

Success Metrics (KPIs)

· Percentage of purchased solutions activated

· Time-to-activation (TTA) from purchase to first live usage

· Activation conversion rate from outbound outreach efforts

· Early adoption rate measured by 30/60/90-day usage benchmarks

· ARR at-risk identified and recovered through activation engagement

· Expansion pipeline influenced through adoption insights and activation-led opportunity identification · Outreach productivity metrics, including calls placed, emails sent, and connection rates

Required Skills & Experience

· Strong outbound communication skills (phone & email)

· Ability to manage high-volume outreach while maintaining consultative quality

· Comfort navigating CRM systems and tracking structured engagement cadences

· Basic technical fluency to support solution setup workflows

· Highly organized with strong follow-through

Preferred Qualifications (Legal Tech SaaS)

· Experience in Customer Success, BDR/SDR, Support, or SaaS account management · Experience managing outbound engagement to existing SaaS customers post-sale

· Experience working with legal professionals or legal operations teams

· Familiarity with SaaS implementation lifecycles

· Understanding of product adoption metrics and lifecycle management

· Experience supporting multiple product lines

Why Join Litera?

• The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
• Commitment to Employees: Our people commitment is based on what employees love most about being par